6/27/12
Better than Golden Customer Service
You've heard
of the Golden Rule coined by Jesus in the Sermon on the Mount... "In
everything, do to others what you would have them do to you." This is a
great rule to live by and fine in a customer service environment such as we
work daily. But, couldn’t we take this a bit further and adopt the Platinum
Rule … "Treat others the way THEY want to be treated." Our job in
customer service is to meet our customers’ needs as they perceive them. Our own
needs are really not relevant in that interpersonal experience. The customer's
own desires are key! But, could we take this even further? Bryan K. Williams, a
customer service consultant, coined the idea of the Double Platinum Rule;
"Treat others the way they don't even know they want to be treated."
Anticipate and meet their needs before they even conceive of them. This is one
of the greatest ways to create satisfied and returning customers. We should
suggest activities, services or process steps that the customer hadn't considered
yet to provide more holistic service than only that within the limited scope of
our office or normal daily work. This consideration requires that we make
ourselves aware of other offices’ activities and processes besides those in
which we normally experience.
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